Where you can train

Once you have made your first correction, the useful thing to know is that the gesture is identical everywhere. Select the words → click the chip → say what is true → read the receipt. You never have to learn a second way of doing it.

What changes is only where you find the agent's words.

The rule that decides everything

You can train what the agent wrote. You cannot train what the agent was given.

Everything on this page follows from that one sentence. If an agent authored the text, it is trainable. If the text is an input — a prompt, a data payload, a customer's own words — it is not, because correcting it would teach the agent something about material it never chose.

Voice call transcripts

Agents → Agent Types → Voice Agents → an agent → a call.

The most common place to train. Every message the agent spoke carries the thumbs and supports highlighting. The caller's messages do not.

Chat sessions

Agents → Agent Types → Chat Agents → an agent → a session.

Identical to transcripts. Highlight anything the agent wrote:

A chat session with a phrase in an AI message highlighted and an amber "Comment on …" chip beneath it.

SMS conversations

Agents → Agent Types → SMS Agents → an agent → a conversation.

Same again. SMS activity also appears inside CRM contact records — see below.

Sent emails — subject and body are separate

Agents → Reports & Logs → Sent Emails → open an email an agent sent.

Email is the one surface with a distinctive extra: the subject line is trainable on its own, separately from the body.

That matters more than it sounds. Subject lines are where an email strategy most often goes wrong — too pushy, misleading, or promising something the body does not deliver — and being able to correct the subject without touching the body means the agent learns the right lesson.

Highlight words in the Subject → you get the chip.
Highlight words in the Body → you get the chip there too.
Both create separate threads, each anchored to what you actually flagged.

Task-agent runs

Agents → Agent Types → Task Agents → an agent → Logs → the Train button on any row.

Task agents do not have transcripts — they have outcomes. The trainable part is the AI Response block, which shows the answer the agent produced in readable form, with the machine-readable version tucked behind a toggle:

A task run's AI Response block showing readable answer text, with a "View raw output" control and thumbs-up/thumbs-down at the bottom right.

Click View raw output if you need to see the underlying structured response. It is shown for reference and is deliberately not trainable — it is machinery, not authorship.

What is not trainable on a task run, and why

Scroll to the Final Prompt or Input Data blocks and try to highlight something. No chip appears:

A task run's Final Prompt and Input Data blocks, with text selected and no comment chip offered.

That is deliberate. Those blocks are what the agent was given — the instructions it ran under and the data it was handed. Correcting them here would be like correcting a question instead of the answer. If the instructions themselves are wrong, that is a prompt change: leave your correction on the AI Response, describe what the agent should have done differently, and the AI will file it for an admin.

CRM records

CRM → Records → Contacts → a contact with agent activity.

Conversations an agent had with a contact are reachable from the contact record itself, so you can correct something without leaving the record you were working in.

Note: SMS activity opens in a side drawer on the record. Email and chat activity open their own full pages instead. The training gesture is the same in both cases — only the container differs.

Rating a whole interaction

Some surfaces also offer a way to give feedback on an interaction as a whole, rather than on one message — useful when the problem is the shape of the whole conversation ("it never actually answered the question") rather than any single sentence.

Use it when no individual message is wrong but the outcome was. Where a specific sentence is wrong, always prefer highlighting it — a quoted span gives the AI far more to work with.

Quick reference

Surface	Where	Trainable
Voice call	Agents → Agent Types → Voice Agents → a call	Agent messages
Chat	Agents → Agent Types → Chat Agents → a session	Agent messages
SMS	Agents → Agent Types → SMS Agents → a conversation	Agent messages
Sent email	Agents → Reports & Logs → Sent Emails	Subject and body, separately
Task run	Agents → Agent Types → Task Agents → Logs → Train	AI Response only
CRM activity	CRM → Records → a contact	Agent messages in the activity
—	—	Never: the other person's messages, Final Prompt, Input Data, raw output

Next steps

What happened to your feedback — read your receipts and find everything you have taught.

Training your AI agents — the overview and role model.
Your first correction, step by step — the full worked example.